Customer Care Representative at Export Development Canada (EDC) – Make an Impact on Canadian Business!

Export Development Canada (EDC) is a financial Crown corporation that helps Canadian businesses thrive at home and abroad. We offer financial products, knowledge, and resources to support Canadian companies in exploring new markets, reducing risks, and growing their businesses. By joining EDC’s Customer Care team, you will play a critical role in providing exceptional service to businesses across Canada. You will be helping businesses navigate their journey from discovering EDC’s products to using them effectively, ensuring a seamless experience through digital channels like phone, email, and online portals.

As a Customer Care Representative, you’ll work in a dynamic, collaborative environment where your contribution will directly impact over 25,000 Canadian businesses. Whether you’re resolving customer inquiries, identifying new business opportunities, or enhancing overall customer experience, you’ll know that your work is helping Canadian businesses succeed globally.

Responsibilities:

As a Customer Care Representative, you’ll handle a wide range of tasks and responsibilities to provide top-tier service to Canadian businesses, EDC customers, and our partners. Your key duties will include:

1. Customer Contact:
   • Act as the first point of contact for Canadian businesses, customers, and partners who engage through digital channels.
   • Strive to resolve issues in the first contact, ensuring quick and effective solutions.
2. Policy and Account Support:
   • Answer policy administration questions for insurance customers, providing technical support and helping them navigate EDC’s online portal.
   • Assist MyEDC account holders, guiding them through the registration process, resolving technical issues, and ensuring smooth navigation.
3. Active Listening and Problem Solving:
   • Listen actively to customer concerns and engage in professional discussions to resolve issues.
   • Share EDC products and services information to help customers understand how they can benefit.
   • Identify business opportunities by understanding customer needs and referring them to relevant teams or partners.
4. Collaboration with Internal Teams:
   • Work with various business teams across EDC to meet customer needs and provide effective solutions.
   • Maintain service level agreements and ensure timely responses to inquiries.
5. Documentation and Feedback:
   • Record all customer interactions accurately using available tools and systems.
   • Collect and share customer feedback to improve service processes and offerings.
   • Contribute to process improvement efforts by collaborating with team members and internal stakeholders.
6. Customer Experience:
   • Continuously work towards improving the customer experience by providing valuable insights and feedback to enhance service quality and operational effectiveness.

Qualifications:

To succeed in the role of Customer Care Representative, we are looking for candidates who meet the following qualifications:

1. Educational Background:
   • An undergraduate degree in Business Administration, Finance, Economics, or a related field, or a combination of relevant work experience and a college diploma.
2. Skills and Experience:
   • Strong communication skills, both written and verbal.
   • Active listening skills and the ability to troubleshoot and solve problems efficiently.
   • Ability to handle a high volume of inbound customer inquiries via phone and email.
   • Team player with a passion for customer satisfaction and operational excellence.
   • Strong computer skills, including familiarity with Word, Excel, Outlook, and other related software programs.
3. Language Skills:
   • Fluency in both English and French, with the ability to handle customer inquiries in both languages.
4. Additional Assets:
   • Prior experience in financial services, international trade, or working in a customer contact center.
   • Experience with ServiceNow CSM module or Genesys Cloud is a plus.

Benefits:

Working at EDC offers many benefits that contribute to your professional and personal well-being. As a Customer Care Representative, you will enjoy the following perks:

1. Competitive Salary:
   • Salaries range from $49,694 to $66,259 annually, depending on your qualifications and experience, with a performance-based incentive.
2. Hybrid Work Environment:
   • Enjoy the flexibility of remote work or the option to work from one of EDC’s hubs in Ottawa, Toronto, Mississauga, Calgary, Montreal, Laval, Brossard, Vancouver, or Halifax.
3. Health and Wellness:
   • Comprehensive health, dental, and vision insurance coverage for you and your family.
4. Retirement Savings:
   • Retirement savings plan with company matching to help secure your future.
5. Professional Development:
   • EDC is committed to your growth. You will have access to ongoing training and career advancement opportunities.
6. Employment Equity:
   • EDC is committed to building a diverse and inclusive workplace, encouraging applications from women, Aboriginal peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
7. Relocation Assistance:
   • Relocation assistance is available for eligible candidates who may need to move to one of EDC’s hubs.

Applying Guide:

Ready to take the next step and make an impact as a Customer Care Representative? Here’s how to apply:

1. Prepare Your Resume:
   • Make sure to highlight your relevant customer service experience, educational background, and any technical skills that align with the role.
2. Submit Your Application:
   • Apply through EDC’s online portal and submit your updated resume along with any other required documents.
3. Interview Process:
   • If your application is shortlisted, you will be invited for a virtual interview where you will discuss your qualifications, problem-solving skills, and why you’re interested in joining EDC.
4. Onboarding:
   • Once selected, you will go through a comprehensive training program to get familiar with EDC’s processes, tools, and customer service expectations.
5. Start Your Career:
   • After completing the training, you’ll begin your role as a Customer Care Representative, helping Canadian businesses navigate new opportunities and ensuring their success in the global market.

Conclusion:

This is an exciting opportunity to join a dynamic team at Export Development Canada and make a direct impact on the success of Canadian businesses. If you’re passionate about helping businesses grow, have strong customer service skills, and are looking for a rewarding role in a supportive environment, apply now and start your journey with EDC today!

APPLY HERE: